Quality Control / Quality Assurance Supervisor
Hawaii Island Community Health CenterJob Title:
Optimization Specialist-Patient Portal Supervised By:
Director of Strategic ProjectsPOSITION FUNCTION SUMMARYUnder the direction of the Director of Strategic Projects (DSP), the Optimization Specialist - PatientPortal (OSPP) manages and supports the Electronic Health Record (EHR) patient portal system for Hawai'i Island Community Health Center (HICHC).
The OSPP ensures the patient portal operates optimally for all users.
Professionalism, accountability, and compassion will be demonstrated while educating, communicating with, and resolving issues affecting users.
The OSPP will advocate and contribute to the growth, evolution, and success of HICHC's patient portal.
II.
ESSENTIAL DUTIES AND RESPONSIBILITIESThis position may have various work assignments within HICHC.
This description is intended to be generic in nature, and as such it does not detail all duties and responsibilities of the job assignment.
Various duties, responsibilities and accountabilities may be assigned to an incumbent in this position depending on clinic needs, and may include but not be limited to the following:
Serves as a subject matter expert in patient portal functionality, optimization, support, and education.
Monitors, tracks and promotes patient portal enrollment and utilization.
In conjunction with the Marketing and Development department, takes lead in creating educational and promotional materials relative to the patient portal system.
Ensures materials are readily available to both staff and patients.
o In conjunction with the DSP and Optimization Specialist- Patient Engagement, continuously promotes patient portal functions, benefits and updates to patients.
o Encourages staff to promote the use of the patient portal system to patients.
Promotes active or upcoming patient experience surveys to applicable patients.
Manages and resolves patient portal support requests received via email, phone, EHR internal messaging, or in person.
o Familiarity of HICHC services and all department work flows will ensure requests are forwarded to appropriate departments or specific staff in a timely manner to be addressed.
o Common patient requests the OSPP can resolve independently include; updating demographics like address and insurance information and scheduling, rescheduling or canceling appointments.
Manages and resolves patient portal team member support requests received via email, phone, EHR internal messaging, Teams, or in person.
Educates and trains end users on the utilization and functionality of the patient portal, including patient registration, scheduling, messaging, telehealth appointments, and other functions relative to adoption and utilization.
Contributes and manages initiatives and strategies to improve and enhance patient portal functionality.
Participates in testing, implementation, validation, and quality assurance monitoring of the patient portal's functionality during system updates and upgrades.
Performs site visits to conduct outreach, education, training and orientation sessions for providers and other clinical support staff.
Serves as backup to other Optimization Specialists.
Backup responsibilities include, and are not limited to, EHR orientation and training, third-party applications support, and EHR troubleshooting and support.
Other responsibilities and duties as assigned.
III.
POSITION SPECIFICATIONS Requirements of PositionTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and ExperienceHigh School graduate or GED certificate required.
1 year of related experience in health care; OR any equivalent combination of experience, training and/or education approved by Human Resources.
Experience in a Federally Qualified Health Center is preferred.
Knowledge, Skills and AbilitiesProficient in the use of electronic health record (electronic medical record) systems to retrieve patient health information, obtain reports, and evaluate documentation.
Ability to be flexible and work both independently and in a team environment.
Outstanding Customer Service SkillsAbility to establish and maintain effective communication and interpersonal relations with staff.
Ability to establish and maintain effective and positive working relationships with patients, staff, and community partners.
Good organizational and self-management skills, including time management, document handling and management, and schedule management.
Demonstrated skill and knowledge of computer systems including, but not limited to, Microsoft Office suite of products (e.
g.
, Word, Excel, Outlook, PowerPoint, Teams).
Demonstrated attention to detail reflected in written and verbal communication.
Ability to create and deliver presentations in a clear and organized manner.
Ability to maintain confidentiality of all informationLanguage SkillsAbility to read and interpret documents such as government regulations and guidelines, patient records, operating and maintenance instructions, procedure manuals, etc.
Ability to write at an above average level of competency including for, but not limited to, standard operating procedures, user manuals, and electronic communication.
Ability to verbally communicate with diverse groups of people to include staff, care providers and patients in a clear manner.
Sensitivity to the multicultural nature of the service area population and provide language translation services to patients as needed.
Personal CharacteristicsPersonal characteristics include:
being a team player, self-starter working well with minimal supervision, high integrity, good personal habits, regular work attendance, courteous and friendly, able to work well with diverse groups of people, organization of multiple tasks and projects, and gain and maintain respect of others, both inside and outside HICHC and the communities it serves.
Recommended Skills Advertising Attention To Detail Clinical Works Communication Community Health Confidentiality Estimated Salary: $20 to $28 per hour based on qualifications.
Optimization Specialist-Patient Portal Supervised By:
Director of Strategic ProjectsPOSITION FUNCTION SUMMARYUnder the direction of the Director of Strategic Projects (DSP), the Optimization Specialist - PatientPortal (OSPP) manages and supports the Electronic Health Record (EHR) patient portal system for Hawai'i Island Community Health Center (HICHC).
The OSPP ensures the patient portal operates optimally for all users.
Professionalism, accountability, and compassion will be demonstrated while educating, communicating with, and resolving issues affecting users.
The OSPP will advocate and contribute to the growth, evolution, and success of HICHC's patient portal.
II.
ESSENTIAL DUTIES AND RESPONSIBILITIESThis position may have various work assignments within HICHC.
This description is intended to be generic in nature, and as such it does not detail all duties and responsibilities of the job assignment.
Various duties, responsibilities and accountabilities may be assigned to an incumbent in this position depending on clinic needs, and may include but not be limited to the following:
Serves as a subject matter expert in patient portal functionality, optimization, support, and education.
Monitors, tracks and promotes patient portal enrollment and utilization.
In conjunction with the Marketing and Development department, takes lead in creating educational and promotional materials relative to the patient portal system.
Ensures materials are readily available to both staff and patients.
o In conjunction with the DSP and Optimization Specialist- Patient Engagement, continuously promotes patient portal functions, benefits and updates to patients.
o Encourages staff to promote the use of the patient portal system to patients.
Promotes active or upcoming patient experience surveys to applicable patients.
Manages and resolves patient portal support requests received via email, phone, EHR internal messaging, or in person.
o Familiarity of HICHC services and all department work flows will ensure requests are forwarded to appropriate departments or specific staff in a timely manner to be addressed.
o Common patient requests the OSPP can resolve independently include; updating demographics like address and insurance information and scheduling, rescheduling or canceling appointments.
Manages and resolves patient portal team member support requests received via email, phone, EHR internal messaging, Teams, or in person.
Educates and trains end users on the utilization and functionality of the patient portal, including patient registration, scheduling, messaging, telehealth appointments, and other functions relative to adoption and utilization.
Contributes and manages initiatives and strategies to improve and enhance patient portal functionality.
Participates in testing, implementation, validation, and quality assurance monitoring of the patient portal's functionality during system updates and upgrades.
Performs site visits to conduct outreach, education, training and orientation sessions for providers and other clinical support staff.
Serves as backup to other Optimization Specialists.
Backup responsibilities include, and are not limited to, EHR orientation and training, third-party applications support, and EHR troubleshooting and support.
Other responsibilities and duties as assigned.
III.
POSITION SPECIFICATIONS Requirements of PositionTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and ExperienceHigh School graduate or GED certificate required.
1 year of related experience in health care; OR any equivalent combination of experience, training and/or education approved by Human Resources.
Experience in a Federally Qualified Health Center is preferred.
Knowledge, Skills and AbilitiesProficient in the use of electronic health record (electronic medical record) systems to retrieve patient health information, obtain reports, and evaluate documentation.
Ability to be flexible and work both independently and in a team environment.
Outstanding Customer Service SkillsAbility to establish and maintain effective communication and interpersonal relations with staff.
Ability to establish and maintain effective and positive working relationships with patients, staff, and community partners.
Good organizational and self-management skills, including time management, document handling and management, and schedule management.
Demonstrated skill and knowledge of computer systems including, but not limited to, Microsoft Office suite of products (e.
g.
, Word, Excel, Outlook, PowerPoint, Teams).
Demonstrated attention to detail reflected in written and verbal communication.
Ability to create and deliver presentations in a clear and organized manner.
Ability to maintain confidentiality of all informationLanguage SkillsAbility to read and interpret documents such as government regulations and guidelines, patient records, operating and maintenance instructions, procedure manuals, etc.
Ability to write at an above average level of competency including for, but not limited to, standard operating procedures, user manuals, and electronic communication.
Ability to verbally communicate with diverse groups of people to include staff, care providers and patients in a clear manner.
Sensitivity to the multicultural nature of the service area population and provide language translation services to patients as needed.
Personal CharacteristicsPersonal characteristics include:
being a team player, self-starter working well with minimal supervision, high integrity, good personal habits, regular work attendance, courteous and friendly, able to work well with diverse groups of people, organization of multiple tasks and projects, and gain and maintain respect of others, both inside and outside HICHC and the communities it serves.
Recommended Skills Advertising Attention To Detail Clinical Works Communication Community Health Confidentiality Estimated Salary: $20 to $28 per hour based on qualifications.
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